IT Service Desk Apprentice

CONNECT SYSTEMS LIMITED · CHESHAM, UK

Salary
£19,000 a year
Level
Level 3
Duration
1 Year 5 Months
Closes
25 Nov 2026
Qualification
Level 3 Advanced Apprenticeship
Training provider
QA LIMITED

About the role

The IT Service Desk Apprentice role is designed to swiftly restore client operations by managing first contact support requests, accurately triaging them, and resolving common issues effectively. This role involves ownership of service desk tickets, adherence to SLA compliance, efficient ticket triage, 1st line troubleshooting, and managing billable hours.

Key responsibilities include managing tickets from the service board in priority order, ensuring detailed notes and accurate time entries. Apprentices will keep clients informed at every stage and confirm resolution before closing tickets. They will serve as the primary point of contact for all client tickets, aiming for first contact resolution whenever possible. Collaboration with clients, internal staff, and third parties is essential to deliver a consistent service. Triage involves categorizing, prioritizing, and assigning or resolving incoming tickets according to the established process. Capturing accurate information upfront is crucial to prevent ticket reassignments. Common issues such as password resets, Microsoft 365, printing, endpoint, and user setup will be resolved. Escalations to Tier 2 will be handled promptly when tickets exceed 1st line capabilities or risk SLA breaches. Meeting response and resolution SLAs for assigned tickets is mandatory. Apprentices are encouraged to promote SmileBack responses and act on feedback. Occasional ad hoc site visits or onsite engineer cover may be required, demanding professional representation of the company. Continuous knowledge building across supported software and hardware technologies is expected, along with developing internal documentation and contributing to process improvements with the Service Desk Manager.

Entry requirements

  • GCSEs in any subject at grade 4+ (A*-C) and GCSE Maths & English at grade 3+ (D or above). Strong communication, IT, problem-solving, and team working skills are essential.

Apply on the employer's site

More apprenticeships like this